IT Service Desk Analyst L1.5 - L2

IT Service Desk Analyst | L1.5–L2 Global Support

Location: Bonifacio Global City (BGC), Taguig
Work Setup: 100% Onsite | Night Shift – US Eastern Time

About the Role

Ready to take your IT Service Desk career to the next level?

IT By Design is looking for an experienced IT Service Desk Analyst with strong technical fundamentals, excellent English communication skills, and a passion for solving IT problems. You’ll provide technical support to international clients, troubleshoot real-world IT issues, and work with a wide range of technologies in a global Managed Services Provider (MSP) environment.

If you have at least 2 years of recent IT Service Desk or Help Desk experience, are confident communicating in English, and have hands-on experience supporting Active Directory and Microsoft 365, this could be your next career move.

Join a team where you can strengthen your technical expertise, gain exposure to diverse client environments, and build a long-term career in IT.

Key Responsibilities

• Provide Level 1–2 technical support to international users through phone, email, chat, and remote support tools.
• Troubleshoot Windows operating systems, Microsoft 365 applications, Active Directory, VPN, printers, and network connectivity issues.
• Diagnose and resolve hardware, software, account access, and user-related technical concerns.
• Manage and update support tickets, document troubleshooting steps, and maintain accurate resolution records.
• Use remote support and monitoring tools to investigate and resolve technical issues.
• Escalate complex or unresolved incidents to the appropriate technical teams.
• Communicate clearly and professionally with international clients, keeping them informed throughout the resolution process.
• Meet established service-level agreements (SLAs) and follow IT support best practices.

About You

We're looking for someone who brings both technical capability and excellent client communication.

Required Qualifications

• At least 2 years of recent, relevant experience in IT Service Desk, Help Desk, or related roles.
• Hands-on, recent experience supporting Active Directory and Microsoft 365 in a professional IT environment.
• Strong verbal and written English communication skills, with the confidence to handle technical conversations with English-speaking clients.
• Good understanding of Windows 10/11, user account management, password resets, permissions, and access-related troubleshooting.
• Working knowledge of hardware, software, VPN, printer, and basic network troubleshooting.
• Experience using ticketing systems and remote support tools.
• Strong problem-solving skills, customer service orientation, and attention to detail.
• Willingness to work the US Eastern Time-aligned night shift and report onsite five days a week in BGC, Taguig.

Preferred Advantage

• Experience supporting users or clients based in the US, UK, Australia, or other English-speaking markets.
• Previous experience in a Managed Services Provider (MSP) environment.
• Familiarity with IT service management processes and SLA-driven support.

Why Join IT By Design?

• Build your expertise in a global MSP environment.
• Gain exposure to diverse client infrastructures and technical challenges.
• Access technical training and certification opportunities.
• Grow your IT career alongside experienced technical professionals.
• Enjoy company benefits, including Day 1 HMO coverage with one free dependent, 13th-month pay, and performance-based incentives, subject to company policies.

Ready to level up your IT career? If you have the technical foundation, recent hands-on experience, and communication skills to support international clients, we’d love to hear from you.